par Lubanzadio-Mengi, Philippe ;Faoro, Vitalie ;Foucart, Jennifer ;Muzembo, J JM;Feipel, Véronique ;Mayaka, Serge
Référence Journal of public health and disease prevention, 7, 1
Publication Publié, 2024-05-28
Article révisé par les pairs
Résumé : Introduction: Patient satisfaction is crucial, allowing patients to assess their care process. Satisfaction serves as a measure of the performance of healthcare professionals and healthcare facilities. This study aims to outline the typical profile of a satisfied patient in order to optimize the quality of care. Method: The Monnin and Perneger questionnaire was administered to 906 subjects undergoing physiotherapy treatment in Kinshasa hospitals to evaluate their level of satisfaction. Among them, 70 were invited for a semi-structured interview for qualitative analysis. The statistical approach involved ANOVA and Principal Component Analysis (PCA) to determine the typical profile of a satisfied patient. Qualitative analysis provided insight into the interpretation of the quantitative analysis results. Results: The mean Global Satisfaction Index (GSI) was 3.12 ± 0.46, with 96% of patients satisfied with their physiotherapy treatment. ANOVA showed that GSI was influenced by five variables: level of education, insurance status, employment status, chronicity of the condition, and type of treatment received. In addition to variables such as number of sessions, presence of pain, and gender, the seven factors extracted from PCA confirmed the variables identified in ANOVA. Conclusion: The typical profile of the most satisfied patient in Kinshasa resembles that of a university-educated individual, employed in a managerial position, insured, suffering from a chronic condition, receiving a combination of individual and group therapy, and attending university hospitals. Healthcare service managers could utilize these satisfaction determinants outlined in the profile to optimize the quality of care.

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